In an effort to enhance our level of service and increase value to our customers, I am pleased to announce that Libra OnDemand will be transitioning to a unified support environment with Newmarket International Technical Support. This transition will occur on Monday, July 2, 2012 at 12:00 AM Eastern Time. In addition, I would like to introduce Ms. Erin Jacobsen, Vice President, Technical Support for Newmarket International.
A leader in providing world class service, Newmarket International Technical Support has been awarded a 2012 MarketTools ACE (Achievement in Customer Excellence) Award in the areas of Worldwide Customer Support, Platinum Customer Support, Americas Customer Support and Americas Project Management. 2012 marks the sixth consecutive year that Newmarket International has been recognized for customer excellence with a MarketTools ACE Award and reinforces our commitment to deliver outstanding customer service to new and existing Libra OnDemand users.
Please review our updated SLA document online, located at this link:
This upgrade is taking place to ensure that all customers receive the full benefits of Libra OnDemand, limiting the amount of time taken to respond to a support request and providing true global service support. Technical support will remain monitored on a 24/7/365 basis. In addition, Libra OnDemand customers will now be supported by multi-language, global regional call centers.
Europe, Middle East and Africa: (UK) +44(0)208.481.6622
Asia Pacific: +65-6735-5988
To find your specific regional contact information, reference the support services section of the Newmarket International website, found here: http://www.newmarketinc.com/support-services/
As in the past, we will continue to provide customer service through a Support Services Portal. Existing registered users will be contacted via email and prompted to update their password for a new portal link. Usernames for Libra OnDemand customers will remain the same after the transition to the new Support Services Portal. The existing Libra OnDemand Support Portal link will be redirected to this new URL on the transition date.
To access the Newmarket International Technical Support Portal, navigate here:
We value your business and look forward to continuing to serve you in the future. If you would like more information or have any questions, please feel free to contact me directly at firstname.lastname@example.org Erin at email@example.com. This is an exciting time for Libra OnDemand customers. We look forward to working together to achieve continued success for your hospitality organization.